Technical Account Manager, APAC

Harvey AI Inc.

Job Overview

Location

Sydney

Job Type

Full-time

Full Job Description

📋 Description

• The Technical Account Manager serves as a dedicated, technically expert partner for Harvey's most strategic customers across the APAC region, driving end-to-end resolution of complex, time-critical issues while strengthening customer trust and accelerating product adoption in one of Harvey's fastest-growing markets.
• Day to day, the role involves serving as a primary escalation point for Major accounts across APAC, triaging and resolving urgent customer issues, maintaining deep account context, leading proactive incident communications, documenting root causes and resolutions, and contributing to the development of escalation playbooks and support tooling tailored to APAC needs.
• The team operates within Harvey's Premium Technical Support team, part of the broader post-sales organization, working closely with Customer Success, Engineering, Product, and Security teams to deliver rapid, high-fidelity technical support and surface insights that improve the platform.
• In this role, the person can shape the Premium Support function in APAC from the ground up, combine deep technical problem-solving with relationship-driven customer engagement, and grow professionally at a category-defining legal AI company with unmatched opportunities for personal, professional, and financial growth.

🎯 Requirements

• Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
• Strong technical foundation with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams.
• Exceptional judgment under pressure, with comfort operating in high-severity, time-sensitive, and confidential situations.
• Clear, polished written and verbal communication skills, with experience engaging senior customer stakeholders.
• Demonstrated ability to manage multiple urgent issues simultaneously while maintaining accuracy, composure, and customer trust.
• Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.

🏖️ Benefits

• Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home
• Health Coverage: Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.
• Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through Carrot.
• Retirement & Security: Comprehensive coverage designed to support your long-term well-being.
• Paid Leave: Paid annual leave, sick leave, and fully paid parental leave for all parents.
• Wellness & Perks: Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support.
• Professional Development: Annual support for courses, certifications, conferences, and books.
• Remote Work Allowance: Monthly support for home office, internet, and phone expenses.
• Harvey Holiday: After four years, enjoy a four-week paid sabbatical to rest, travel, or explore new experiences.

Skills & Technologies

REST

Remote

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Harvey AI Inc.

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About Harvey AI Inc.

Harvey AI Inc. provides a generative artificial-intelligence platform engineered specifically for the legal profession. The software integrates with law-firm workflows to automate contract drafting, review, due-diligence and regulatory research, producing lawyer-quality language grounded in up-to-date statutes and precedents. Harvey combines large language models trained on legal corpora with secure, private-cloud deployment and firm-specific fine-tuning to maintain confidentiality and compliance. Clients range from global law firms to in-house legal departments seeking efficiency gains without compromising accuracy or security. The company was founded in 2022 and is headquartered in San Francisco, California.

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